Over-the-top (OTT) - Growth Strategies for Communications Service Providers (CSPs)

Quantifying and Shaping Customer Experiences will be Key to Revenue Growth

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This Stratecast report analyzes today’s brave new world of broadband services, and highlights five areas where CSPs need to be focusing mindshare and resources in order to differentiate themselves from their rapidly-expanding pool of large, well-funded competitors.

Table of Contents

1. Executive Summary
2. Introduction
3. It Is Now a Wide-open Broadband World
4. Elements of Stratecast’s Five-part CSP Survival & Growth Guide
Engage at key moments on the customer journey
2. Correlate customer experiences with Net Promoter Scores
Closing the CX-NPS Gap
Case Study Snapshots
3. Collect consumer data—and put it to (visibly) good use
4. Actively listen to and engage with customers on social media
5. Build customer loyalty through enhanced loyalty programs
Context is Critical
Case Study Snapshot
5. The Last Word

List of Figures & Charts

1. US CSP Broadband Services Growth is on the Decline
2. Service(s) Used for Streaming Video Over the Internet
3. Overview of CX-NPS Correlation
4. Benefits Consumers Say Make Them More Likely to Approve of Data Collection
5. Customer Loyalty Program Must-haves

1. Moments in the Customer Journey
2. CSPs Should Be Highly Dissatisfied with Their Customer Satisfaction Rankings

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